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Sarah Shapiro

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404-809-1858
sashapir@us.ibm.com

Professional Experience

Profile

Ms. Sarah A. Shapiro is a Senior Consultant in AIS IBM Interactive Experience. Ms. Shapiro specializes in user
experience design, Information architecture, content management, and analytics on websites, demos, mobile
apps, and software. Ms. Shapiros career focuses on information and application architecture, user experience
design, analytics, and product management. Ms. Shapiro serves in a variety of roles: visual designer, information
architect, content manager, front end developer, usability testing moderator, analytics lead.

Prior to joining IBM, Ms. Shapiro graduated with highest honors from the University of North Carolina Chapel Hill
in 2011 and is a Morehead-Cain Scholar. The Morehead-Cain Scholarship is the oldest, most prestigious merit
scholarship program in the United States. Ms. Shapiro graduated with a BA in Statistics, concentrating
specifically in statistical analysis and analytics.

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Career History

07/2011 - To Date IBM, Atlanta, GA, USA

AIS IBM Interactive Experience
Senior Business Consultant

Information Architect and UX Design !!

Relevant UX
Experience

Background in user experience design on websites, demos, mobile apps and software
Career focus on information and application architecture, user experience design and product management
while serving in a wide variety of roles: visual designer, front-end developer, usability testing moderator,
technical lead
Recent focus on working UX creative and interactive designs, extensive user testing, information and technical
architecture, and content management systems

9/22/2014-10/13/2014
Information Architect!

Assignment
History

Royal Caribbean, Miami, FL US!

Sarah created over 50 wireframes for Royal Caribbeans new reservation system. The purpose of the new
reservation system was to decrease call time between customer and call center representative and to increase
customer satisfaction. Sarahs wireframe designs were fully functioning from web, tablet, and mobile devices.
Sarahs redesign. As a result of Sarahs designs, the call time between customer and call center representative
decreased by 33%, from 10 minutes to 7 minutes and customer satisfaction increased by 56%.

8/01/2014-9/22/2014
Information Architect!

Ernst and Young, Secaucus, NJ US!

Sarah created 153 wireframes for Ernst and Youngs Partner Portfolio. The Partner Portfolio enabled the E&Y
Partner to view their book of business, check the health of the project, expenses, hours, etc. The purpose of the
Partner Portfolio was to increase productivity and to increase usability. Partners reported productivity increased
of 83% and 98% reported a better user experience

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7/01/2014-8/01/2014
Information Architect!

Banorte, Mexico City, Mexico!

Sarah created 67 wireframes for Banortes new mobile, web, and tablet experience. Sarah architected the
wireframes and worked with 3 graphic designers to create a new look and feel of Banortes website. Much of
Sarahs work was in Spanish.

5/01/2014-7/01/2014
Graphic Designer, Business Analyst!

Electrolux, Charlotte, NC US!

Sarah designed business case graphics to illustrate the path from the chip in appliance, to the cloud, to a mobile
device. Sarah created a huge document entitled Functional Deep Dive that mapped use case numbers to to
functional requirements.

01/01/2014-5/01/2014
UX Designer!

AT&T, Dallas, Texas US!

Sarah lead Design Camp, Journey Mapping and Global Customer Manager (GCSM) which layer the cornerstone
for a long term, multimillion dollar relationship between AT&T and IBM. Sarahs deliverables included a week
long Design Camp workshop, a journey map deliverable, a persona comprised of three primary pages/screens,
three additional journey map mockups with two revision cycles, foundational design and user experience for the
first phase of migration of DSL service from AT&T GCSM to the target AT&T Sales Platform

7/1/2013-12/31/2013
Project Manager!

OOBT/CLD/SLIC Data Cleansing, Atlanta, GA US!

Sarah managed 51 countries and 108 country contacts. Sarah lead daily and weekly calls with her parent unit
contacts. Sarah also produced the metrics which detailed where Purchase Orders were being invoiced but not
yet linked to a contractor. Sarah synthesized reports, analysed metrics, and created decks for the weekly
Executive Call with Executive Management at IBM.

2/10/2013 06/30/2013
Gwinnett County Schools, Suwannee, GA US!
UX, Applications Architect, Content Management!
Sarah worked with the UX team to develop creative interactive designs for mobile, web and tablet. She
produced wireframe prototypes and user interface specifications and worked with Web Content Management
(WCM), a software system that provides website authoring to allow users to create and manage content for
mobile, web, and tablet ap ps. Sarah created over 2000 pages of content. In addition, she managed two
developers who coded the app using responsive design software. Sarah functioned as the Solution Lead,
spearheaded the WCM effort, and met with the client at the end of every day to update the business on daily
progress.

!11/26/2012 02/03/2013

Nike Contact Center Unified Desktop, Portland, OR US!

Analytics Lead!
Sarah assisted with a research effort to focus on optimization of technology to support the contact center. This
research effort focused on the feasibility of a next generation Interactive Voice Recognition system (IVR) to
support a global customer experience, telephony requirements and enhanced routing, as well as a Unified
Desktop for contact center agents. Sarah helped to build a simplified and effective CSR desktop experience
that improved the end user experience, simplified work flows, optimized and reduced system complexity,
reduced in call time, reduced training time, and increased CSR retention.

10/01/2012 10/12/2012
Social Media Workshop Presenter!

YMCA Buffalo Niagara, Buffalo, NY US!

Sarah worked with YMCA Buffalo to assess their current use of social media, identify key pain points for
improvement, and lead an 8 hour workshop to help brain storm how to increase Y membership and generate
revenue through social media.

08/27/2012 11/16/2012
Process Integration Analyst!

Blue Harmony, Research Triangle Park, Durham, NC !

The IBM Blue Harmony (BH) project is a major initiative, supported by all IBM Senior Executives, to implement
SAP across all of IBM in an enterprise manner to all major BU Worldwide. The two primary objectives of BH are to
radically simplify IBMs business processes, establish commonality whenever possible, and to enable IBM to
transition to a Globally Integrated Enterprise (GIE). Ms. Shapiro supported the Process Integration Testing for the
Blue Harmony Project. Sarah supported the Process Integration Cross Process String Owners to ensure the
testing of the XPSs and suites ensued as planned. Sarah worked most closely with the ESW and Trials and
Loaners Teams. Sarah worked with testers all around the world and supported daily status reporting, monitored
and chased Cross Process strings, chased blocking defects, monitored WIP and Not Started Available Test
Suites, worked with suite owners to identify and trouble shoot defects, created a safe environment to test
workaround solutions.

08/20/2012 08/31/2012
Co-Author Research For Proposal!

CHUBBS, Atlanta, GA US!

Chubb and Son, ("Chubb") is a division of Federal Insurance Company, for itself and as servicer for The Chubb
Corporation and its non-insurance company subsidiaries. Sarahs role was to co-author the RFP that would
provide support for a user experience enhancement initiative for Chubbs secure extranet portal, @chubb.
Specifically, an interactive and visual design, application of the design and support for testing / quality assurance
as well as launch and implementation.

08/13/2012 08/24/2012
Analytics Lead!

Tony Awards 2012, Atlanta, GA US!

Sarah spearheaded analytics testing for three digital platforms web, mobile, tablet including the viewership
and traffic before, during, and after the Awards. Sarah authored a deck to provide lessons learned, areas for
growth, and strategies to improve traffic for next year.

01/01/2012 07/20/2012!
Functional Architect!

Coca-Cola, Atlanta, GA US!

Sarah designed the wireframes and spearheaded a team of developers to code the mobile and tablet app for the
London Olympics. Sarah used Microsoft Visio to design the wireframes and worked with IBM developers to code.
The developers used ac OS X/Windows 7 Machines using the Oracle Java SDK 1.7, Google Android SDK
(targeting 4.2.2 version using the Android Support Library), and Eclipse IDE. Sarah managed 5 developers,
created the wireframes, and together Sarah and her team worked to create the mobile/web/tablet apps during the
London Olympics

01/01/2012 07/20/2012!
Web Analytics and Marketing Analyst!

Coca-Cola, Atlanta, GA US!

My Coke Rewards (MCR) is Coca-Colas most high-profile, dynamic, and complex consumer-facing program and
web application with 13 million registered members, hundreds of prestigious business partners, advertisers, userprofile targeted and scheduled promotions, and voluminous and ever-improving features, flows, and offers.
Sarah worked as a Web Analytics Analyst on the MyCokeRewards team North Americas Digital Platforms group
at Coca-Cola. Sarah spearheaded analytics testing for three digital platforms web, mobile, and tablet and
worked on very high profile marketing campaigns including, but not limited to: London Olympics, Wal-Mart,
NASCAR, NCAA, American Idol, Essence Music Festival, LeBron James, Coca-Cola Freestyle. While working for
the North America Digital Platforms group. Sarahs primary responsibility was web analytics and tag support.
This support included validation of web tagging on digital experiences and assets, resolution of tag and
associated reporting issues, weekly presentations to management of tag and reporting health, and consultation
on reporting enhancements to improve tag validation capability.

07/11/2012 12/31/11!
Project Managers Assistant!

Estee Lauder, Long Island, NY US!

Sarah worked as a Project Managers Assistant (PMA) for the Project Management Office (PMO). As part of the
PMO, Sarah has had an amazing opportunity to work closely with five Estee Vice Presidents and eight Estee
Executive Directors. Sarah works most closely with the IBM Project Manager (Rohit Khazanchi) and the Estee
Executive Director (Sriram Subramanian). Sarah facilitated the on-boarding and off-boarding of IBM and Estee
consultants; Assisted the Change Management Team design, distribute, and analyze Readiness Assessments
surveys and results for APAC, EMEA, and their affiliates; Designed the SMI Milestone Plan; Maintain and update
the IBM SMI staffing sheet, Workforce Master List (WML), SOD, and User ID/Access Control List; Generated the
weekly IBM ILC labor claim report and Estee Tenrox labor claim report; Ensured IBM is compliant with Data
Security and Privacy (DS&P) by distributing DS&P training to all IBM SMI consultants, leading monthly risk
meetings with the Global PMO to address the Risk Log, conducting a management review with the IBM Project
Manager, and conducting a monthly workplace inspection; Created GAP deliverables for the Global PMO Meeting
and SMI IT Daily Status Meeting.

Prior
Experience

06/2010 - 08/2010!
Strategy Analyst!

Duke Energy, Cincinnati, OH US!

Ms. Shapiro led a team in conducting quantitative policy analyses of carbon capture and sequestration using a
case study based approach. Ms. Shapiro analyzed the existing climate legislation and developed a roadmap for
Duke Energys long term agendas. Ms. Shapiro also evaluated and strengthened Duke Energys long term
strategy in China.
06/2009 - 08/2009 Environmental Protection

06/2009 - 08/2009!
Research Analyst!

Environmental Protection Agency (EPA), San Francisco, CA US!

Ms. Shapiro wrote the press releases and one-page briefs for the Clean Diesel grants as part of the Obama
Administrations American Recovery and Reinvestment Act (ARRA). Ms. Shapiro collaborated with the
governments leading environmental advisors on renewable energy. Ms. Shapiro also developed an internal wiki
website to house, internally, the most up-to-date information in EPAs Region 9.

06/2009 - 07/2009!
Public Relations Manager!

Extreme Makeover Home Edition, Jamesville, NC US!

Ms. Shapiro was contracted by Eckel and Vaughan, a public relations firm in Raleigh, North Carolina, to manage
all media coverage in ABCs Extreme Makeover Home Edition building project in Jamesville, North Carolina. Ms.
Shapiro spearheaded a marketing team and social communication team. We utilized twitter and blogs to keep
our stakeholders informed.

06/2008 - 08/2008!
International Business and Financial Consultant!

Freeset International, Kolkata, India!

Ms. Shapiro taught former prostitutes basic economics, business, and computer skills to empower them to
escape the brothels of Kolkata. Ms. Shapiro initiated and executed a business development program to expand
future sales and manufacturing in West Bengal. Ms. Shapiro improved current order to cash flows and developed
new methods of production.

Key Skills

Key Courses
and Training

Axure (extremely proficient), Content Management System (CMS, extremely proficient), STATA (data analysis and
statistical software) (extremely proficient), Web Trends 9 and 10 (extremely proficient), Google Analytics (extremely
proficient), Quickbase (extremely proficient), Insight Rocket (extremely proficient), Ultra Edit (extremely proficient),
HTTP Fox (extremely proficient), Microsoft Excel (extremely proficient), PowerPoint, Word (extremely proficient), and
Office (extremely proficient); Extremely proficient on both Macintosh and PC.
Axure for Technical Professionals
Content Management System (CMS) for Technical Professionals
WebTrends for Technical Professionals (Custom Reports, Analytics Scoreboards, Advanced Tagging)
WebTrends for Agency Professionals (Coca-Cola)
IBM Consulting by Degrees Training Issue Based Training
National Outdoor Leadership School, Petersburg, Alaska
Toastmasters Public Speaking and Presentation Training
Relevant University Coursework: Statistics (proficient in STATA), Microeconomics, Macroeconomics, International
Trade, Quantitative Analysis, Persuasion, Elocution
Bachelor of Arts in Public Policy
The University of North Carolina Chapel Hill, USA
Morehead-Cain Scholar
Graduated with Highest Honors and Highest Distinction

Education

Senior Honors Thesis, The University of North Carolina Chapel Hill

Farm-to-School Programs in the Piedmont and Western North Carolina: Exploring the role of food service
professionals, farmers, and food distributors in regional food networks

Study Abroad, Seville, Spain

Languages

English Fluent (Native Speaker)

Spanish (Functional)